Question
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Support agents use a model-driven app while working on customer cases.
Agents currently switch between multiple systems to locate help content. The need to switch systems makes it difficult to find relevant information.
You need to provide an efficient way to display contextual knowledge directly within the case form without requiring the agent to refresh the record.
Solution: Add a custom page that has a knowledge article lookup and link it by using a navigation button in the app.
Does the solution meet the goal?
- A. Yes
- B. No Correct
Explanation
The proposed solution of adding a custom page with a knowledge article lookup linked by a navigation button does not directly display contextual knowledge within the case form. It still requires agents to navigate away from the current context, which contradicts the goal of providing information without refreshing or switching systems.
